Totango - look no further! This is the CS tool to use
June 23, 2022

Totango - look no further! This is the CS tool to use

David Vanslette | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Totango

Our goal was to organize all customer interactions, health, and process in one system to reduce customer churn and make our customers successful. We looked at other support systems which were only ticket-based and not as comprehensive as Totango. We wanted to automate certain customer interactions and reduce the number of customer success agents we needed to appropriately support our customer base.
  • All customer information and interactions centrally located
  • You can segment customers in how you view your business, products, services, etc.
  • Automatically engage customers through campaigns based on certain criteria
  • A very comprehensive tool that can require a steep learning curve (luckily Totango uses their own tool to help you get up to speed on their product)
  • Configuration of attributes is easier if you understand logical data modeling
  • 50% savings on customer success headcount
  • Less time spent on customer status reporting
  • Less time spent on repetitive customer engagement communication

Do you think Totango delivers good value for the price?

Yes

Are you happy with Totango's feature set?

Yes

Did Totango live up to sales and marketing promises?

Yes

Did implementation of Totango go as expected?

Yes

Would you buy Totango again?

Yes

Well suited for everything customer-related except for customer ticket creation which we use the integration to Zendesk for.

Totango Feature Ratings

Product usage
10
NPS surveys
10
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
10
Revenue forecasting
Not Rated
Dashboards
10
Role-based user permissions
10
API
10
Integration with Salesforce.com
Not Rated
Integration with Marketo
Not Rated